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Account Status

Auto Update for Seamless Movement Across Channels

Solution

Your customers cannot always reach a computer to update or check their account information, which is why it is important that your business have other ways to do so. Like the web, there needs to be secure access and seamless integration with backend databases. As account information is updated in one channel, it needs to be current across all channels. Automating this customer service is the most cost-effective, but only if it provides customers with an effortless interaction rather than a frustrating one.

Challenges

– Maintaining consistent information across databases
– Easing process of updating account information
– Forcing the customer to repeat information multiple times
– Keeping information secure and private

Use Cases

For an auto parts company, allowing customers to check order status over the phone was a priority. IVA™ links to the shipping system and provides updates to customers based on the order number.

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